Rewards Manager — Module Specification (Designer‑Ready, v1.0)

/modules/rewards-manager

Page purpose (Design Standard — non‑negotiable)

This page positions Rewards Manager as Primoro’s trust‑led, app‑first loyalty and rewards module — designed to recognise and reinforce positive patient behaviour without discount‑driven marketing or manual administration.

Rewards Manager enables practices to reward attendance, recall compliance, plan participation, and engagement using points‑based rewards that patients can redeem for care, account credit, or donate to charity — surfaced through the Primoro patient mobile app, and, when Integrated Payments is enabled, redeemable directly at the till as well as within the app for purchases or donations.

Tone: appreciative, ethical, calm

Style: healthcare‑first loyalty — never gimmicky, never pushy

This page must communicate

• Rewards are behaviour‑based, not spend‑driven promotions
• Everything is app‑first — no cards, vouchers, or portals
• Rewards accrue and redeem automatically (with graceful fallbacks)
• Patients have choice and control over how rewards are used
• Charity donation (including Gift Aid and matched giving) is supported
• The practice gains loyalty without adding admin overhead

This page is not

• a discount engine or sales tactic
• a time‑limited promotion or campaign tool (that’s Campaign Manager)
• a third‑party loyalty scheme

Hero

Rewards Manager — recognise loyalty, not spending

Reward positive patient behaviour with points — redeemable for care, credit, or charitable impact, in‑app or directly at checkout with Integrated Payments.

Rewards Manager helps practices strengthen long‑term loyalty by acknowledging the behaviours that support better care — attendance, consistency, and engagement — in a way that feels appreciative, not transactional.

CTAs → Request a demo (/request-a-demo) → Explore the Primoro Platform

What Rewards Manager does

Behaviour‑led by design: Rewards Manager automatically recognises positive patient actions using a points‑based system — without staff needing to track, calculate, or issue rewards manually.

Patients earn points for behaviours such as:

• attending routine appointments
• remaining compliant with recalls
• staying active on care or hygiene plans
• engaging with the Primoro mobile app
• purchasing products or subscriptions

Points are tracked transparently in the app and can be:

• redeemed against eligible treatments or services
• applied as account credit
• donated to supported charities (with Gift Aid applied where eligible)
• split across multiple options, at the patient’s choice

All reward activity is logged against the patient record and visible to staff in real time.

Core capabilities (Design Standard)

1) App‑first rewards experience

• Points balance and rewards are surfaced in the Primoro patient app
• Patients see progress, history, and available redemptions clearly
• No physical cards, vouchers, or third‑party portals

Designer intent: rewards should feel like a natural extension of the app — calm, transparent, and reassuring.

2) Behaviour‑based point accrual

• Points are awarded automatically for defined behaviours
• Supports attendance, recall compliance, plan participation, and engagement
• Practices reward consistency and care‑aligned actions, not impulse spend

3) Flexible redemption with patient choice

Patients can choose how to use their points, based on the options their practice chooses to offer:

• redeem against treatments or services
• apply as account credit
• donate to supported charities
• split points across options

All redemption options are configured per practice, allowing each practice to align rewards to their clinical model, pricing strategy, and patient base.

Designer intent: control sits with the patient, configuration sits with the practice — rewards never feel forced.

4) Charity donations, Gift Aid & matched giving

• Patients can donate points to selected charities
• Gift Aid is applied automatically where the patient is eligible
• Practices can optionally match patient donations

This turns day‑to‑day engagement into shared community impact.

5) Automatic tracking & visibility

• Points accrue and update automatically
• Balances reflect in real time
• Staff can see reward and redemption history on the patient record

No reconciliation, no manual awards, no hidden adjustments.

6) Responsible, trust‑led design

• Rewards support healthy behaviours and continuity of care
• Avoids excessive gamification or inappropriate incentives
• Designed to complement — not influence — clinical decision‑making

Additional capabilities required for full Rewards experience

A) Refer‑a‑Friend (patient advocacy, not promotion)

Rewards Manager includes a built‑in Refer‑a‑Friend capability that allows patients to advocate for the practice in a simple, app‑first way — with rewards issued automatically when referrals convert.

Patient experience

• Personal referral code and share link surfaced in the app
• One‑tap sharing via WhatsApp, SMS, email or QR code
• Clear referral status (Invited → Joined → Attended → Reward issued)

Designer intent: referral should feel like helping a friend — not promoting a brand.

Staff visibility

• Referral source and reward status visible on the patient record
• No manual tracking or calculations required

B) Recognition layers (tiers, progress & light gamification)

Rewards Manager supports optional, lightweight recognition layers to acknowledge long‑term engagement without undermining clinical credibility.

Includes:

• Tier indicators (e.g. Bronze / Silver / Gold)
• Progress feedback towards the next tier
• Optional badges or milestones for engagement

Designer intent: recognition should feel subtle, supportive, and ignorable if the patient chooses — never dominant or competitive by default.

C) Rewards catalogue & redemption states

Patients browse a clear, app‑first Rewards catalogue showing:

• Available rewards
• Required points
• Locked vs unlocked states
• Clear outcomes (e.g. applies at checkout, collect at reception, donated)

Redemption states shown to patients include:

• Redeemed and ready
• Applied automatically
• Pending collection
• Donated (impact confirmed)

Designer intent: remove uncertainty — every reward has a clear next step.

Rewards vs promotions (clarity block)

Rewards Manager

• behaviour‑based recognition
• long‑term engagement
• relationship‑led

Campaigns / Promotions

• time‑limited incentives
• acquisition‑focused
• marketing‑driven

Rewards strengthen loyalty over time — they do not create urgency.

Visual guidance (for designers)

Design should emphasise appreciation, clarity, and trust:

Patient mobile app

• Rewards tab showing points balance and tier status
• Reward cards with clear point costs and outcomes
• Donation options presented with equal prominence

Staff portal / Patient record

• Points balance and recent activity timeline
• Clear indicators when rewards are redeemed or donated
• No requirement for staff to calculate or issue points

Design principles

• App‑first always
• No sales urgency language
• Avoid game‑like visuals that undermine clinical credibility

How it fits within Primoro

Rewards Manager works alongside:

• Patient Mobile App (primary surface)
• Integrated Payments — if enabled, allows rewards to be redeemed directly at the till during checkout, as well as within the app for purchases or donations
• Recall & Reconnect (attendance and compliance)
• Care Plan Subscriptions (retention and longevity)
• Hygiene Subscriptions (ongoing engagement)
• Product Shop (in‑app purchases)
• Performance Dashboards (outcome visibility)

It complements Campaigns and Pipeline by reinforcing existing patient loyalty, not acquisition.

Frequently asked questions

Are reward options configurable per practice?

Yes. Each practice chooses which behaviours earn points, which rewards are available, and how rewards can be redeemed. Patients only see the options their practice has enabled.

How can patients redeem their points?

Patients can redeem points within the Primoro mobile app. If Integrated Payments is enabled, points can also be redeemed directly at the till during checkout.

Can points be used for payments, purchases, or donations?

Yes. Depending on practice configuration, points can be redeemed against treatments or services, applied as account credit, used for in‑app purchases, or donated to supported charities.

Do patients need the mobile app to use rewards?

The mobile app is the primary experience. However, if Integrated Payments is enabled, staff can apply rewards at checkout, ensuring patients can still benefit at the point of care.

Is Rewards Manager a discount or promotion tool?

No. Rewards Manager is designed to recognise positive patient behaviour over time. It is not a blanket discount scheme or a time‑limited promotion.

Does this add administration for the team?

No. Points accrue and redeem automatically, with clear visibility on the patient record. There is no manual tracking or reconciliation required.

Can we offer charity rewards without offering discounts?

Yes. Practices can choose to offer charity donation rewards (including Gift Aid and optional matched giving) without enabling treatment or credit‑based redemptions.

Is this suitable for mixed NHS and private practices?

Yes. Reward rules and redemption options are configurable, allowing practices to align rewards with their clinical and commercial model.

Final CTA

Reward the behaviours that improve care — and give patients meaningful choice.

→ Request a demo (/request-a-demo) → Explore the Primoro Platform

Rewards Manager — Module Specification (Designer‑Ready) v1.0

Aligned to Primoro Design Standard